In today’s competitive business environment, customer service excellence is a critical factor for organizational success. The Focus Awards Level 1 Certificate in Customer Service (RQF) is designed to provide individuals with the essential skills and knowledge needed to thrive in customer-facing roles. Whether you’re starting your career or aiming to enhance your skillset, this qualification offers a comprehensive understanding of customer service principles, preparing you for various positions across diverse industries.
The Focus Awards Level 1 Certificate in Customer Service (RQF) is a nationally recognized qualification regulated by Ofqual. It introduces learners to the core elements of effective customer service, focusing on practical skills that can be immediately applied in real-world situations. The course is particularly suited for individuals with little to no prior experience in customer service, making it an ideal starting point for newcomers to the field.
For individuals, this qualification provides a clear pathway into the customer service industry, instilling the confidence to pursue entry-level roles or enhance existing performance. The skills gained are highly transferable and applicable across a range of sectors, including retail, healthcare, hospitality, and more.
For employers, investing in employee development through qualifications like the Level 1 Certificate in Customer Service can significantly improve the quality of customer service within the organization. Well-trained employees are better equipped to handle customer inquiries, resolve complaints efficiently, and maintain high service standards, which ultimately leads to improved customer satisfaction and loyalty.
The Focus Awards Level 1 Certificate in Customer Service (RQF) is an excellent choice for anyone looking to enter the customer service field or develop their existing skills. With its focus on practical, transferable skills and its flexibility in delivery options, this qualification offers a solid foundation for success in customer service roles across multiple industries. Whether you’re a new entrant to the job market or seeking to enhance your professional capabilities, this qualification can support a successful and rewarding career in customer service.
The Focus Awards Level 1 Certificate in Customer Service (RQF) is a recognized qualification designed to equip individuals with the foundational skills necessary for delivering effective customer service. Regulated by Ofqual, this qualification is perfect for those new to the customer service industry or individuals looking to develop their skills in this area. The course focuses on core competencies such as communication, problem-solving, and understanding customer needs, preparing learners for entry-level roles in various sectors.
The qualification covers essential topics, including customer service principles, handling complaints, and maintaining professionalism in the workplace. The Focus Awards Level 1 Certificate helps learners build confidence in engaging with customers, resolving issues, and delivering high-quality service. It also provides a clear understanding of the important role customer service plays in business success, offering learners a competitive edge when applying for jobs in customer-facing positions.
By completing this certificate, individuals gain practical, hands-on experience that can be applied immediately in the workplace. The course is flexible, with options for both online and in-person study, ensuring that learners can choose a learning format that suits their schedule and needs. This makes it an ideal choice for anyone looking to start or progress in a career that involves direct interaction with customers, whether in retail, hospitality, healthcare, or other industries.
The Focus Awards Level 1 Certificate in Customer Service (RQF) qualification, learners must complete the all 5 mandatory units achieving 14 credits. From Optional Group A learners must achieve a minimum of 6 Credits and a maximum of 3 Credits from Optional Group B.
Mandatory Units
| Unit Title | Credits | GLH |
| Understand working in a customer service environment | 3 | 25 |
| Communication in customer service | 2 | 14 |
| Principles of personal performance and development | 3 | 30 |
| Principles of working in a business environment | 4 | 25 |
| Work with others in a business environment | 2 | 18 |
Optional Group A
| Unit Title | Credits | GLH |
| Record details of customer service problems | 3 | 14 |
| Deal with customer queries, requests and problems | 3 | 11 |
| Communicate with customers in writing | 3 | 20 |
| Deal with incoming telephone calls from customers | 3 | 16 |
| Make telephone calls to customers | 3 | 16 |
| Process information about customers | 3 | 14 |
Optional Group B
| Unit Title | Credits | GLH |
| Manage time and workload | 1 | 10 |
| Meet and welcome visitors in a business environment | 2 | 20 |
| Contribute to sales activities in a contact centre | 3 | 6 |
| Use specific features of contact centre systems and technology | 3 | 12 |
| Health and Safety Procedures in the Workplace | 2 | 16 |
| Processing sales orders | 2 | 17 |
| Meeting customers’ after sales needs | 3 | 14 |
The Focus Awards Level 1 Certificate in Customer Service (RQF) is designed for individuals who are new to the customer service industry or those seeking to enhance their existing skills. This course is suitable for:
- Entry-Level Job Seekers: Individuals looking to start a career in customer service, whether in retail, hospitality, or other customer-facing roles.
- Young Learners and School Leavers: Those aged 16 or older who want to gain basic customer service skills to improve their employability.
- Employees Looking to Upskill: Individuals currently working in customer-facing roles who wish to formalize or strengthen their customer service abilities.
- Career Changers: People who are transitioning into the customer service industry from other sectors.
This course is ideal for anyone interested in gaining a foundational understanding of customer service and improving their practical skills for real-world application.
The Focus Awards Level 1 Certificate in Customer Service (RQF) equips learners with essential skills for delivering exceptional customer service. Upon completion of the course, learners will be able to:
- Understand the Principles of Customer Service: Demonstrate knowledge of the core concepts and importance of customer service in different industries, including customer expectations and service standards.
- Develop Effective Communication Skills: Apply effective verbal and written communication techniques to engage with customers, ensuring clarity and professionalism in all interactions.
- Handle Customer Complaints and Problems: Identify strategies for resolving customer issues and complaints, ensuring a positive outcome and maintaining customer satisfaction.
- Understand the Importance of Professionalism and Teamwork: Recognize the significance of maintaining a professional demeanor and collaborating with colleagues to enhance customer service delivery.
- Support Customers in Various Contexts: Show an understanding of how to work with customers from diverse backgrounds and adapt service techniques to meet their needs, ensuring a positive experience.
These outcomes ensure that learners are well-prepared to perform in a customer service role, with a strong foundation in communication, problem-solving, and customer satisfaction.
